Qtrade Investor and Servus Credit Union provide the best Service Levels in Canada according to Surviscor rankings

TORONTO, ONTARIO, January 23, 2020 - Qtrade Investor and Servus Credit Union have been awarded top honours for customer service in Canadian financial services, as measured by the 2019 Surviscor Service Level Assessment review. Qtrade Investor is the winner for the fifth straight year in the self-directed brokerage industry, while Servus Credit Union is the winner for the first time in the Canadian Banking industry. The review, now in its 15th year, analyzed over 6,700 service enquiries sent between January 1, 2019 and December 31, 2019.

RankFirmIndustryScore
1Qtrade InvestorBrokerage98%
2Servus Credit UnionBanking93%
3QuestradeBrokerage90%
3First Calgary FinancialBanking90%
5Conexus Credit UnionBanking88%
6Assiniboine Credit UnionBanking83%
7RBC Royal BankBanking80%
8RBC Direct InvestingBrokerage79%
8Envision FinancialBanking77%
10 Alterna Savings Banking71%

"Over the past decade, online access and mobile devices became the new norm for just about everything, but that shift hasn't translated into improved customer service. Canadians pay more for services but get less support from financial service firms who promote digital availability while masking deteriorating service responsiveness," said Glenn LaCoste, President of Surviscor. "The confusion grows when we looked at non-branch firms, as they provide inadequate responsiveness and there is no alternative for customers. We commend Qtrade Investor and Servus Credit Union for maintaining high standards of service and demonstrating a strong commitment to the customer," added Mr. LaCoste.

"Providing outstanding service to our clients has always been one of Qtrade Investor's key values. We are very proud to be the first organization to win for five consecutive years. It's an achievement that directly reflects our ongoing commitment to our clients and recognizes the dedication and professionalism of our client service team." - Christine Zalzal, SVP, Head of Online Brokerage & Digital Wealth.

"We've always prided ourselves on our member services and it's great to have this validated externally as well as by our members," said Don Norris, Vice President Marketing & Communications at Servus Credit Union. "We provide them with an extensive suite of financial fitness tools, when and where they want these, and are always striving to improve our responsiveness to any questions they may have about these products and services. "

The complete rankings along with individual firm review pages, for both the self-directed brokerage and banking industries, can be found at www.surviscor.com. For further information, contact Surviscor at 1-866-299-7267 or email results@surviscor.com.

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